Business Analyst
SPI
Total years of experience :7 years, 9 Months
• Responsible for the day-to-day running of the section. The focus is improving the commercial performance of the section by decreasing its turnover, maximizing sales & providing customers with a positive experience.
• Increased profits by 000, 000 $ by spearheading a new RMA loyalty program from industry leaders: Western digital, Seagate, Asus and currently initiating a new product.
• Reduced and controlled company expenses by Decreased flash memory return percentage from 0.2 % 0.03% by 2015(Within one year) by Improved the RMA products life cycle process.
• Reduced and controlled company expenses by Negotiated /approved shipping rates, credits and discounts.
• Prepared RMA credits releases reports, quarter/annual performance reports and other financial performance reports.
• Monitored the daily operations of products acceptance and manage customers’ inquiries and escalations.
• Collaborated with business development, customer service and sales Departments to achieve \[Customer Satisfaction.
• Conducted research to address customer concerns.
• Created cases and claims for damaged, lost or displaced packages.
• Conducted ongoing reviews of all 12 products systems to achieve warranty Control.
• Planned and conducted \[2\] staff training per two months, with an emphasis on RMA activities.
• Created quarter/annual performance reports in Microsoft excel charting the progress to stakeholders of department deliverable and forecasting analysis for new business opportunities.
• Collaborated with sales account managers, product managers with required training and after sales support
Experienced retail, supply chain, pricing, sales
Handle recruiting, Reviewing Third party/Contractors, and Partners to ensure SLA’s are meet and service quality and delivery specifications are in line with contractual agreements.
• Implemented a new disaster recovery plan and IT policies reflect within first two days Design, configure new International VOIP systems: Elastix “asterisk “and Untangle firewall. In addition, technical support for 380 seat.
• Introduced IT procedures leading to improved network, agents efficiency and decrease in downtime.
• Monitored, controlled and reported CDRs, Calls costs, and implemented dialing plans.
• Decreased PCs fixing costs by 0.24 within the first two months.
• Participate in the upgrade and support of network infrastructure and computer systems.
• Maintain network configurations: Cisco Switches, Routers & Wireless AP.
• Led early technical proof of concept at customer site, reply on technical inquiries for either client or sales team.
• Execute technical solution ensuring that Installation and training for customers for technical products : Cyber roam, Este, Elastix Contact Center, Cloud/365m, Cyber roam Dell sonic wall firewall, Active directory& Wind server 2012
• Train front line technical support team on how to solve customers’ technical issues simulation and how to use Hyper-V, V-VMware, Este, Elastix Contact Center, Cloud/365m, Cyber Roam and Dell Sonic Wall Firewall.
• Create new delivery service level agreement support from scratch lead to 5000$ within first month.
• Provide technical assistance to staff regarding computer hardware, software and related peripherals
• Support company network infrastructure Cisco Switches, Routers & Wireless AP, pcs and VOIP systems: Elastix.
• Troubleshooting and solving 24*7 worldwide different customers’ problems in IPCC Enterprise and Express solutions including VGs, CCMs, ICM servers (Router, logger, PG, CTI, HDS), Reporting System, IVR, Qi Finite and VPI Call Recording systems.
• Configuration and troubleshooting of IP Contact Center Express, Enterprise (IPCCX), (IPCCE) using Call Manager and IVR, for :VIVA mobile, Eco, Esnad, Etisal, ADIB Bank, BOJ Bank, BMI Bank.
• Lead ADSL team of thirteen agents to support and achieving the SLA targets.
• Coordinate back office escalation coordinating with other departments
• Provide technical trouble-shooting, testing steps to resolve incidents issues reported from customer side and other support teams.
• Create WBS network diagrams for ADSL issue and solutions steps and scenarios.
• Good knowledge of IP technology, common TCP/IP protocols, routers and IP networks etc...
• CRM management “Seibel “
• Orange Business Services, Induction and training program, PSM (2010).
• Vodafone, Egypt training program (2009).
Concentration in (Telecommunications and Networks) Minor (electronics and power) GPA: 2.73/4.0 Graduation project: Satellite link budget controller Grade: A